Account AI Adoption Lead
Position Overview
JLL is seeking an Account AI Adoption Lead to drive hands-on adoption and change management for AI agent and AI tool rollouts across assigned control accounts within Work Dynamics — Technology Advisory. This role serves as the execution engine for account-level AI transformation, translating cutting-edge agent and tool capabilities into measurable changes in how teams work, collaborate, and deliver value to clients.
The Account AI Adoption Lead owns the full adoption lifecycle within assigned control accounts—from initial training and enablement through feedback collection, utilization tracking, and scaled rollout support. This is a client-facing, operationally focused role for a change leader who thrives at the intersection of technology, people, and process transformation.
Key Responsibilities
Adoption & Change Management Execution
Serve as the primary adoption and change-management point of contact for assigned control accounts through each agent/tool release cycle
Lead hands-on training, enablement sessions, and workshops for account teams adopting new AI agents or tools
Develop scripts for the control accounts to follow and monitor the adoption of the script and measure impact of the agent
Design and deliver tailored change-management materials, communications, process documentation, quick-reference cards—specific to each account's workflows and organizational culture
Identify adoption blockers at the account level and escalate issues with clear, actionable recommendations
Support account teams as they transition from pilot/control-group use to broader, production-scale rollout
Feedback & Continuous Improvement
Collect structured usability and adoption feedback directly from control account teams through surveys, interviews, and observation
Synthesize feedback into actionable insights for product, implementation, and vertical leadership teams
Track and report on utilization metrics, adoption rates, and user sentiment for assigned control groups
Recommend iterative improvements to training content, rollout processes, and tool configurations based on field learnings
Stakeholder Engagement & Communication
Build trusted relationships with account-level leaders, key users, and cross-functional stakeholders
Communicate release timelines, feature updates, and adoption milestones clearly and consistently
Facilitate regular touchpoints with account teams to reinforce adoption goals, celebrate wins, and address concerns
Coordinate with vertical leadership, product teams, and enablement functions to ensure alignment on rollout priorities and success criteria
Operational Coordination
Maintain adoption dashboards and tracking mechanisms for assigned accounts
Ensure proper handoff and knowledge transfer as accounts move from control-group status to full deployment
Collaborate with Technology Advisory operations teams to align AI tool adoption with broader service delivery processes
Support the development of scalable adoption playbooks and best practices for future rollouts
Role Scope & Distinction
This role is scoped to execution within assigned control accounts, not vertical-wide strategy. This role owns the on-the-ground adoption and change-management work inside the accounts themselves, ensuring that each release translates into real, sustained behavioral change, measured adoption, and trackable ROI. This role provides feedback to product and WPM on adoption blockers.
Qualifications
Required Qualifications
5-7 years of experience in change management, technology adoption, or digital transformation roles
Demonstrated experience in operations and technology operationalization—taking tools, platforms, or processes from pilot into scaled, production use
Strong communication and facilitation skills, with the ability to engage effectively with diverse account-level teams and stakeholders
Experience designing and delivering training and enablement programs for technical tools or process changes
Proven ability to collect, synthesize, and act on user feedback to drive continuous improvement
Analytical mindset with experience tracking adoption metrics, utilization data, and user sentiment
Comfortable working in a fast-paced, evolving environment where priorities and tools may shift rapidly
Self-starter with strong organizational skills and the ability to manage multiple accounts and workstreams simultaneously
Preferred Qualifications
Experience with AI, machine learning, or automation tool rollouts in enterprise or professional services environments
Familiarity with workplace technology platforms (e.g., Microsoft 365, collaboration tools, workflow automation)
Background in commercial real estate, corporate services, or workplace consulting
Knowledge of change management frameworks (e.g., Prosci ADKAR, Kotter, Lewin)
Experience with data visualization and reporting tools (e.g., Power BI, Tableau, Excel)
Project management or agile methodology experience
Education
Bachelor's degree in Business, Communications, Information Technology, Organizational Development, or a related field
Certifications in change management (e.g., Prosci, CCMP) are a plus